Lead - Customer Experience and Quality Management

Lead – Customer Experience & Quality

Responsibilities

Operational Excellence & Strategy Alignment:

Assist in executing the airport’s customer experience strategy by implementing initiatives that improve passenger satisfaction and ensure a consistent customer journey.

Manage day-to-day operational performance, monitor passenger journey touchpoints to identify areas for improvement and ensure seamless and enjoyable passenger experience.

Develop a data-driven, metrics-focused approach to evaluate and innovate operational processes, ensuring measurable improvements and a strong ROI.

Customer Experience Improvement:

Act as the Voice of the Customer, championing initiatives that prioritize customer needs and improve their journey across the airport.

Drive brand advocacy and loyalty by fostering a proactive, first-class customer experience and promoting change where necessary to support customer satisfaction.

Regularly observe service gaps, learn from past experiences, and anticipate future guest needs to continuously improve processes, infrastructure, and overall service.

Internal Auditing and Compliance Assessment:

Manage routine internal audits and vendors conducting such audits to ensure operational and service-related compliance with relevant regulations.

Manage audit follow-ups, working with departments to address non-compliance issues through corrective and preventive actions.

Collaborate with the Quality Assurance team to address issues related to service delivery, passenger comfort, and amenities.

ISO Certification and Quality System Oversight:

Drive the pursuit and maintenance of ISO 9001 certification by coordinating certification requirements and implementing periodic reviews.

Lead other quality-related initiatives, ensuring continuous alignment with ISO and organizational standards for enhanced customer experience.

Service Excellence and Customer Insights Management:

Leverage industry best practices and customer feedback to lead continuous improvement efforts, introducing tools and technologies such as CRM, telephony, and workforce management systems to create cost-effective, SLA-aligned operations.

Lead the Voice of Customer (VoC) program to gather and analyze feedback, proactively addressing service gaps, implementing preventive measures, and driving actionable insights to enhance terminal services and amenities.

Develop and present improvement plans to the leadership team, incorporating innovative technologies and strategies to advance passenger experience and align with service excellence goals.

Reporting and Documentation:

Prepare reports on CX metrics, customer feedback trends, and service quality audits for senior management.

Set benchmarks for response times, service efficiency, and passenger satisfaction, ensuring continuous progress toward targets.

Document and track progress of CX initiatives and their impact on customer satisfaction levels.

Regularly update manuals, SOPs, and training materials to reflect best practices in customer experience and quality management.

Stakeholder management:

Build and maintain strong relationships with internal and external airport stakeholders to enable a seamless passenger experience and ensure operational efficiency.

Collaborate closely with partners across the airport to avoid service disruptions and proactively resolve potential issues.

Team Supervision and Development:

Lead, inspire, and coordinate functional and cross-functional teams, creating a culture of motivation and engagement.

Oversee recruitment, training, and ongoing development of all customer-facing staff in collaboration with HR, Learning & Development, and training delivery teams.

Observe and mentor customer experience associates, ensuring high standards in grooming, conduct, and etiquette during guest interactions.

Key Stakeholders - Internal:

Head - Customer Experience & Quality

Terminal Operations Team

Marketing & Communications

IT & Digital Transformation

Safety & Security Teams

Facilities Team

Non-Aero Team

Compliance & Regulatory Affairs

Engineering and Maintenance

Legal and Risk Management Teams

IT Team

Key Stakeholders - External:

Regulatory Authorities (DGCA, AAI MOCA)

Airlines and Airport Partners

External Quality Agencies

Ground Handling Services

Security Agencies

Customer Feedback Platforms and Survey Agencies

Agencies and Vendors

Qualifications

Educational Qualifications:

Bachelor’s degree in Aviation, Hospitality, Business Management, Quality Management or a related field.

Work Experience:

10+ years of experience in customer experience, quality management, or operations within aviation, hospitality, or service industries.

Certifications like Certified Customer Experience Professional (CCXP), Lean Six Sigma Green or Black Belt, ISO 9001 Lead Auditor or ISO 9001 Internal Auditor certification is a plus.